The UK regulator, Ofcom, has released results from 2018 pertaining to customer satisfaction of telecom companies. The results show that among broadband providers, TalkTalk had the lowest satisfaction levels with a score of 79% which makes it the only firm with a below average score.
Regarding broadband satisfaction, BT scored 80%, EE scored highest with 87%, Plusnet came in at 86%, and Virgin scored 85%. The average score was 83%, up from 80% last year. Ofcom also said that those with a reason to complain had dropped this year to 13% from 15%. Out of all the providers, Sky customers typically were least likely have a reason to complain and were more likely to be satisfied with the handling of the complaint while TalkTalk customers were more likely to complain, less likely to resolve problems on first contact, and less satisfied with the handling of their case.
Among mobile service providers, Giffgaff and Tesco Mobile customers were most likely to recommend the services to others. Customers with these two firms had above-average satisfaction with value for money (97% for Giffgaff and 92% for Tesco Mobile). Overall, 93% of all customers are satisfied with their service, up from 91% last year. 3% of those asked said that they were unhappy with their service.
The regulator stated that complaints it had received dropped by 23% last year with companies ending the year better than they had started, for the most part. One exception was Plusnet, which is owned by BT. Plusnet saw complaints more than double in the last quarter after it introduced a new billing system.
Sky, which started the year off with the fewest complaints, ended the year with the fewest complaints and reduced the complaints they received further. If you’re in the UK and looking for a new broadband or mobile supplier, Sky’s offers may be worth investigating based on these results.